Manager of IT Support

Job Description

About Embry-Riddle Aeronautical University:

Embry-Riddle Aeronautical University is an independent, culturally diverse institution providing quality education and research in aviation, aerospace, engineering, and other related fields with residential campuses located in Daytona Beach, Florida and Prescott, Arizona. The University's Worldwide campus provides educational opportunities online and at approximately 130 locations throughout the United States, Asia, Europe, and Central/South America.

As the largest and most comprehensive aviation and aerospace-focused university in the world, Embry-Riddle is a unique institution. Over the past 90 years, the University has evolved with industry to break new ground and produce top-level graduates who serve the ever-changing needs of aviation and aerospace and other STEM-related disciplines. Embry-Riddle offers programs in seven primary fields of study including: Applied Science; Aviation; Business; Computers and Technology; Engineering; Safety, Security, and Intelligence; and Space.

For Academic Year 2021-22, there were over 11,100 undergraduate, graduate, and doctoral students that attended the University's residential campuses and approximately 20,195 students in total enrolled with the University around the world.

The Opportunity:

Embry-Riddle Aeronautical University is seeking a Manager of IT Support to join the Information Technology department and work onsite on the Daytona Beach Campus. The ideal candidate is an experienced, hands-on manager who can manage the day-to-day operations of the Desktop Support team, providing leadership and coaching for team members and acting as an escalation point for troubleshooting complex system issues. This position is responsible for managing the lifecycle of all endpoints on the Daytona Beach Campus. This includes ensuring that systems meet University IT standards, are accurately inventoried, maintained using University IT guidelines, and refreshed in a timely manner. This role is responsible for developing, implementing, and continuously improving processes and procedures to ensure the most effective use of resources and the best customer service experience. The Manager of IT Support works closely with customers, building and maintaining relationships to ensure computing services are meeting their needs.

The ideal candidate desires to be a part of a vibrant community of information technology professionals and supports the mission of the University as a world leader in aviation and aerospace education. Embry-Riddle provides education globally and maintains a diverse technology footprint. Working for Embry-Riddle Information Technology provides a modern and collaborative work environment and professional development opportunities. Employees have access to a robust benefit package – from quality health care and retirement options to generous education benefits and a flexible summer work schedule.

Responsibilities include the following:

• Provide leadership, planning, and management of desktop support services and information technology support activities for the designated campus. Monitor workloads and manage projects to ensure timely and accurate completion of work orders and projects. Develop, implement, and maintain processes and procedures which ensure the highest level of service quality and efficiency. Provide planning, management, and refresh of campus endpoints.
• Supervises desktop support staff. Establishes priorities and direction of technology support functions. Establishes performance expectations and goals, monitors individual and team performance. Provides regular and timely feedback and develops employees to improve when necessary and to reach established goals.
• Maintain open communication with campus faculty, staff, and student representatives to better understand their technology requirements and issues. Analyzes complex business needs presented by faculty, staff, and students and recommends technical solutions. Collaborate with other campus Information Technology teams to develop strategic and tactical plans for addressing technology needs or issues. Attend meetings and briefings related to computing support. Participate in committees and task forces as assigned. Manage vendor relationships including acquiring software or technology quotes and contracts as needed.

Qualifications

• Bachelor's degree is required
• Must have at least five years of leadership experience supporting a technical support team
• Previous management experience with a proven ability to lead, coach, and develop a high-performing team
• Strong technology skills and proven experience implementing, troubleshooting, and supporting desktop technology in an enterprise environment including hardware, software, and multiple operating systems (Windows, Mac, and Linux)
• Experience with Active Directory, and other enterprise desktop support tools including endpoint management systems such as Microsoft Endpoint Configuration Manager, Addigy, etc.
• Ability to effectively plan, manage and implement tasks in a complex university environment.
• Strong project management skills
• Ability to develop a solid understanding of the business needs of the varied customers including faculty, staff, and students and apply appropriate computing support to fit the needs
• Ability to develop and maintain highly effective and efficient processes and procedures
• Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems
• Ability to look for and develop long-term solutions and be proactive in addressing the needs of the campus
• General knowledge of information technology trends and practices including networking and desktop computing standards
• Maintain cooperative working relationships with University and other Campus Information Technology staff members
• Ability to learn new things and keep up with the pace of change in technology
• Excellent customer service skills
• Excellent communication skills, including writing, speaking, and active listening
• Must be able to effectively communicate with various levels of staff
• Must maintain a positive, professional image
• Strong organizational skills
• Demonstrate ability to tactfully handle difficult situations and ability to maintain composure under pressure
• Ability to establish and monitor team priorities, objectives, and performance metrics
• Ability to support IT Core Values by focusing on improvements, believing in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus and tenacity